Purchasing AGVs from China offers strong advantages in cost efficiency, customization, and manufacturing capability. However, for overseas buyers, after-sales service is often the key concern. A well-structured after-sales system ensures stable operation, minimizes downtime, and protects long-term ROI.

Below is a practical guide on how after-sales support for China-made AGVs is typically handled—and how buyers can manage it effectively.

1. Define After-Sales Responsibilities Before Delivery

Before shipment, both parties should clearly define after-sales terms in a formal agreement. This usually includes:

Warranty period (commonly 12–24 months)

Covered components (drive units, controllers, sensors, batteries, etc.)

Service scope (remote support, software updates, spare parts replacement)

Response time commitments

Exclusions (misuse, non-standard modifications, consumables)

Clear expectations at the contract stage prevent misunderstandings later.

2. Remote Technical Support as the First Line of Service

Most China AGV suppliers prioritize remote after-sales support, which includes:

Online diagnostics via VPN or remote access tools

System log analysis and fault code interpretation

Software configuration, parameter adjustment, and map optimization

Video guidance for on-site troubleshooting

For over 70% of AGV issues, problems can be resolved remotely without stopping operations for long periods.

3. Structured Issue Escalation Process

A professional after-sales system follows a tiered support model:

Level 1 – Remote Troubleshooting

Basic faults, alarms, or software issues handled by support engineers.

Level 2 – Advanced Engineering Support

Navigation errors, SLAM instability, traffic logic conflicts, or PLC communication issues handled by senior engineers.

Level 3 – On-Site Support (If Required)

For mechanical failures, major hardware replacement, or large-scale system re-commissioning.

This structured workflow ensures faster resolution and cost control.

4. Spare Parts Supply and Replacement Strategy

Reliable spare parts availability is essential for AGV after-sales management.

Typical solutions include:

Critical spare parts shipped together with the AGVs

Regional spare-parts stock for key markets

Express shipment of replacement components

Modular design for fast replacement on site

Most China AGV manufacturers provide detailed spare-parts lists and replacement guides.

5. Installation, Commissioning, and Training Support

After-sales service does not start only after a failure—it begins at installation.

Suppliers usually provide:

Remote or on-site commissioning support

Operation and maintenance training

Safety instructions and standard operating procedures (SOPs)

Documentation including manuals, wiring diagrams, and maintenance schedules

Well-trained operators significantly reduce failure rates and service requests.

6. Preventive Maintenance and System Optimization

To ensure long-term stability, many AGV suppliers offer preventive maintenance plans, including:

Periodic system health checks

Battery performance monitoring

Sensor calibration recommendations

Software version updates and optimization

Preventive service reduces unexpected downtime and extends AGV lifespan.

7. Clear Communication Channels and Service Tracking

Professional AGV after-sales support relies on transparent communication:

Dedicated support email or service platform

Ticket-based issue tracking

Service reports after each case

Maintenance records for long-term analysis

This creates traceability and continuous service improvement.

8. Why After-Sales Capability Matters When Buying China AGVs

AGVs are not standard products—they are system solutions combining hardware, software, and on-site logistics logic.

A supplier’s after-sales capability directly affects:

System uptime

Warehouse efficiency

Total cost of ownership (TCO)

Long-term scalability

Choosing a China AGV supplier with a proven after-sales structure is as important as choosing the AGV itself.